Kerlin Murillo has over 10 years of experience as a Business Analyst and Customer Service Representative, specializing in CRM, data analytics, and UI design. She has extensive technical skills including SQL, Java, XML, and data warehousing. Her professional experience includes analyzing systems and processes to develop solutions at Hertz, providing bilingual customer support at insurance and banking companies, and managing customer service calls worldwide.

1. KERLIN MURILLO
Mustang, Oklahoma 73064
4052102234 https://www.linkedin.com/in/kerlin-murillo-92b04a44 kemurillo12@gmail.com
SUMMARY
Self-motivated, results-oriented Business Analyst with extensive experience. Expertise
in analyzing systems, business problems, and processes to determine appropriate
solutions, developing project specifications for new products and systems, create use
case documentation and testing, create UI wireframe designs for UI applications, QA
documentation, system research, Customer Care production support, and providing on-
line help and assistance, and managing customer service calls worldwide. Well-
developed interpersonal communication skills.
Technical Skills
• CRM
• Data
warehousing
• Web services
• UI
Wireframes
• SQL Server
• Data
Analytics
• Salesforce
• XML
• Java
• HTML
• C++
• MS Office
• MS Visio
• Linux
• Jira
• Sharepoint
• Internet
Support
• Critical
thinker, problem
solver and decision
maker
PROFESSIONAL EXPERIENCE
HERTZ CORPORATION, Oklahoma City, Oklahoma 2011- Present
Business Analyst – Customer Relationship Management
• Produce Business Requirement Documents for the integration and
implementation of a brand new robust database
• Design wire-frame of internal User Interface Customer Service tool
• Database mapping for Web Services, User Interface, and mapping of old
database to new data model entities and attributes
• Create SQL queries for Customer Service support, data integrity, application
development, and marketing analytics
• Communicate with Hertz IT, Marketing, Customer Service, and senior
management personnel worldwide and outside consultants as necessary
• Identify improvements of system processes
• Provide and maintain use case and user guide documents for any new
system applications
• Deployment support from Qual/Test to Production environments
• Quality assurance testing of applications in Pre-production and Production
environments
The Hartford Insurance 2009 – 2011
• Assist Spanish and English speaking customers with inquiries and changes
to homeowners and automobile insurance policies via telephone or written
correspondence

2. • Process requests for insurance policy holders and maintain underwriting
documentation updated
• Research policy discrepancies and provide solutions
• Review internal applications and provide improvement recommendations to
improve customer service
Climate Master 2008 – 2009
Customer Service Representative
• Project management for large orders of heat-pumps to meet deadlines
• Assist vendors with heat-pumps orders and other inquiries, and provide
information relevant to heat-pumps parts
• Processed orders accordingly and other data entry duties as assigned
• Provide feedback of applications and identify better processes
ARVEST BANK 2008
Customer Service Representative
• Assist customers in Spanish and English with account balances, and provide
information relevant to bank accounts and other bank services
• Assist with marketing campaigns
• Account problem research and solution
HERTZ CORPORATION, Oklahoma City, Oklahoma 2001-2008
Business Analyst – Product Development / Global Marketing (2003-2008)
• Develop detailed project specifications for new products and functionality for
over 40 system applications including all counter systems (ASAP, TAS, RMS,
Thermeon), voice recognition and XML
• Create, troubleshoot and complete any testing needed for applications.
• Identify and determine corrective action for on-line problems and providing
system support as needed, including 24-hour on-call availability.
• Communicate and coordinate with Hertz personnel worldwide and outside
vendors as needed
• Analyze system and business problems with minimal to no supervision or
direction to determine appropriate solutions. Request challenging new
projects, most of which earn the company profits ranging from little as
$40,000 a year to over $94 million.
• Create in-house user guides for any new system applications.
Web Support Specialist (2002-2003)
• Provided Spanish/English customer service and on-line assistance with the
Hertz website and all third-party vendor sites.
• Assisted all airline and travel companies with their own booking systems, and
provided troubleshooting connectivity problems between Hertz and third party
vendor systems and web sites
• Identify problems on Hertz website through research and, work with technical
groups to find solutions
MULTI – LINGUAL RESERVATIONS AGENT (2001-2002)
• Responded to in-coming calls in Spanish and/or English from customers
needing to book vehicles worldwide.

3. • Handled multilingual calls and offer translation services to Emergency
Roadside Assistance, Insurance Replacement and various other departments
within Hertz Corporation
• Assisted other agents as necessary
EDUCATION
Currently pursuing Associate Degree – Computer Science
Oklahoma City Community College – Oklahoma City, Oklahoma
Graduate – U. S. Grant High School, Oklahoma City, Oklahoma